Announcement

Collapse

Information Needed

See more
See less

Autoresponders sending more than once

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • Autoresponders sending more than once

    I receive copies of autoresponders sent to donors when I process donations via the virtual terminal in Salesforce. Over the last week or so, I've noticed that the copies of autoresponders were going to my gmail spam folder. I thought this might be a problem with gmail. In the last couple of days I noticed that credit card transactions processed via the virtual terminal returned copies of the autoresponder to my inbox as usual, but check and cash transactions processed via the virtual terminal still resulted in copies of the autoresponder going to spam. Around the middle of the day today, I started receiving the copies of autoresponders for check and cash transactions in my gmail inbox again, but now when I run a credit card through the virtual terminal, three autoresponders are sent. We will be starting a week-long pledge drive next week, when we process many credit cards via the virtual terminal. Multiple autoresponders sending for each credit card transaction will be a major problem. Please help. I have granted one-week access and our Salesforce ID is 00Do0000000e6Y2.

  • #2
    Good day @Caren Mulford

    Would you please share the order number for which you see multiple responders sent?

    Regarding spam folder, it is nothing to do with C&P. It is to do with your email service provider. You may need to mark it as NOT spam.

    Looking forward to hearing back from you.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      There are two: 33537-1805031358125134291 and 33537-1805031308156057875. I suspected that the issue with the spam folder had to do with gmail, but we can't find any difference between autoresponders for checks and cash and those for credit cards after using the virtual terminal. I had been marking them as NOT spam, but that didn't seem to correct the problem. We also noticed that donations made using the online form on our website with the embedded C&P widget do not seem to be affected. The autoresponders for those donations do not go to spam.

      Comment


      • #4
        Good day @Caren Mulford

        We reviewed and found that there is a number of responders you have set and for above order numbers multiple responders satisfy the conditions and fired the responder:

        Click image for larger version

Name:	responders.jpg
Views:	12
Size:	122.1 KB
ID:	39311


        Please note that the responders will be sent if the condition satisfied. There is a limit of maximum 5 responders may be sent for a transaction.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #5
          I don't understand how multiple responders satisfy the conditions of these transactions. The only autoresponder that should send is the one for Single Gift-Card. I looked at the autoresponder settings for Single Donation-Check and Single Donation-Cash and neither of these have "Credit Card" selected under "Send When." Why would they send when a credit card is used?

          Comment


          • #6
            Good day @Caren Mulford

            We reviewed and found that the responders have been modified later after those transactions processed and we have no way to know what was the settings at the time of the transaction.

            Please see:

            Click image for larger version

Name:	last modified.jpg
Views:	10
Size:	64.9 KB
ID:	39318

            If you have any other order number with card payment getting these autoresponders after the last modified date as shown in the above image then let us know so that we can review again.
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

            Comment


            • #7
              This problem did not occur as a result of changes made to the settings. It just happened, after which we checked the settings to see if there was a problem there. We had not made changes to the settings prior to the problem occurring. As I mentioned previously, there doesn't seem to be anything in the settings for the Single Donation-Check and Single Donation-Cash that would cause these autoresponders to be sent for credit card transactions.

              To test the autoresponder, I just asked a co-worker to make a donation using a credit card via the virtual terminal, and it now appears that autoresponders are not sending at all. He has a valid email address in his contact record. His contact record shows that an autoresponder was sent following the transaction, but he didn't receive it, nor did I receive a copy. We checked both our inboxes and spam folders. The order number is 33537-1805041028214372086.

              Comment


              • #8
                The autoresponder just showed up for my co-worker's transaction. I'm hoping this means that the autoresponders are now working as they should, though the issue with some autoresponders going to spam while others do not remains unresolved. With our week-long fundraising drive beginning soon, I'm concerned that there seems to be no explanation for the problems that we're experiencing.

                Comment

                Working...
                X